Billing/Collections Supervisor

General Description

The purpose of this position is to provide direct leadership, coaching, and development for Billing and Collections staff. This position is responsible for managing employee performance, fostering a positive and engaged work environment, and ensuring employees receive the training, feedback, and support necessary to succeed.

Essential Functions

Employee Leadership and Development

• Supervises, coaches, and develops Billing and Collections staff by establishing performance expectations, goals, and accountability standards.
• Evaluates and monitors employee performance through regular coaching, feedback, development plans, and training opportunities.
• Supports employee growth through career development, succession planning, and recognition of achievements.

Performance Management

• Monitors employee performance through scorecards, productivity, quality, attendance, and customer service metrics.
• Conducts regular coaching, counseling, corrective action, and one-on-one meetings to support performance and development.
• Resolves employee concerns and fosters a culture of accountability, professionalism, and continuous improvement.

Training and Workforce Readiness

• Oversees onboarding and ongoing training for new and existing employees.
• Coordinates cross-training and team training initiatives to enhance workforce flexibility and capability.
• Tracks training progress and competency development while ensuring compliance with policies, procedures, and customer service standards.

Team Engagement and Communication

• Facilitates team communication and builds collaborative relationships across teams and departments.
• Promotes employee engagement, development, and a positive workplace culture.
• Supports organizational initiatives, change management efforts, and overall team effectiveness.

Administrative Oversight

• Oversees scheduling, payroll, and timekeeping activities.
• Maintains staffing plans and recommends workforce adjustments to support operational needs.
• Assists with recruitment, hiring, workforce planning, and organizational development initiatives.
• Provides backup support to Project Supervisors or other staff to ensure continuity of daily operations, timely completion of tasks, and adherence to established schedules and procedures.
• Other duties as assigned.

Minimum Qualifications

• High school diploma or GED issued by an approved GED Administrator.
• Minimum of five (5) years of experience in utility billing, collections, customer service, accounts receivable, or a related field plus two (2) years of supervisory, lead, coaching, or team leadership experience.
• Demonstrated experience in employee development, performance management, coaching, and training.
• Strong leadership, communication, conflict resolution, and interpersonal skills.
• Must possess and maintain a valid State of Florida Class E Driver's License.

Physical Demands

PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand and walk to a significant degree; use hands to operate tools or feel, and talk or hear. The employee is frequently required to pull, push, kneel, bend, squat, crawl, and twist. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORKING CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Environmental factors include outdoor conditions; rugged terrain, slippery surfaces, varying weather, including, heat, cold, dry, wet weather. In addition, noise, darkness, brightness, vibrations, traffic, biological agents, chemicals, gas/ fumes, magnetic fields, or congested area. Environmental factors include indoor, flat surface, noise, sitting with occasionally walking and standing.